Enterprise Servicing Goals for 2017: Great Service is Formula for Success

Executive Summary

It takes an entire company to deliver a consistently great service experience. Enterprise executives still expect the contact center and service organizations to take the lead in delivering an outstanding customer experience (CX), but they are coming to realize that great service is the responsibility of every employee. The 2017 edition of DMG Consulting LLC’s annual Enterprise Servicing Goals survey reflects a maturing of the market, as companies are starting to prioritize specific initiatives over the high-level categories. 2017 is expected to see a great deal of significant investments in technology to enhance specific aspects of the CX, but as productivity and cost savings are important, initiatives will also be expected to deliver a rapid and quantifiable return on investment (ROI).

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